Medical Support Specialist — SLA-Driven Tech Help

Wipro; Cebu City; On-site; PHP 28,000 - 42,000; Full time

Job summary

Wipro in the Philippines is seeking a technical support professional to provide effective support to the process and resolve client issues promptly, or escalate as needed to meet SLAs.

The role emphasizes handling incoming requests via phone and email, documenting user details, updating the RAVE system, and maintaining knowledge bases to improve resolution times while upholding quality standards.

Qualifications

• Experience in technical support and issue resolution.
• Ability to diagnose and troubleshoot client queries.
• Familiar with SLA and process compliance.

Responsibilities

• Handle incoming help requests via telephone and/or emails in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Update availability in the RAVE system to ensure productivity.
• Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions.
• Follow standard processes and procedures to resolve all client queries.
• Resolve client queries as per the SLAs defined in the contract.
• Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients.
• Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
• Document and analyze call logs to spot most occurring trends to prevent future problems.
• Maintain and update self-help documents for customers to speed up resolution time.
• Identify red flags and elevate serious client issues to Team leader in cases of untimely resolution.
• Ensure all product information and disclosures are given to clients before and after the call/email requests.
• Avoids legal challenges by complying with service agreements.

Job description

Wipro in the Philippines is seeking a technical support professional to provide effective support to the process and resolve client issues promptly, or escalate as needed to meet SLAs.

The role emphasizes handling incoming requests via phone and email, documenting user details, updating the RAVE system, and maintaining knowledge bases to improve resolution times while upholding quality standards.